June 24-26, 2018
Loews Atlanta Hotel, Atlanta, GA

Day 2, Monday, June 25, 2018

7:45 am - 8:15 am Breakfast

8:15 am - 8:20 am Chairperson's Remarks

8:20 am - 9:00 am From Zero to Hero: The Building of BOSE Global Business Services In Less than One Year

Kathleen Terjesen, Head, Global Business Services ,Bose
This is a story of a rapid GBS implementation which took place in under a year. Bose stood up their GBS organization as a fully functioning operation, servicing S2P, O2C, H2R, account to report, global real estate, workplace services and global security. Headquartered in Lisbon and servicing the Americas and Europe, the GBS organization is providing full transactional support backed by global process owners and enabling technology. In addition, RPA is being trialed with supplier requests with plans to expand across multiple process areas. This session is designed to provide a fast track, step-by-step roadmap when building GBS from scratch.
·         Learn how the organization and governance models quickly evolve in a GBS structure
·         Review a holistic approach for preparing the people and enterprise to fully adopt and sustain changes made through GBS
·         Realize a rapid ROI in the areas of service, analytics, talent, process excellence, and more, achieved through GBS

Kathleen Terjesen

Head, Global Business Services

Remember the days when it was a cost driver to staff as low as possible? Nowadays talent, and plenty of it, is your true competitive differentiator. According to SSON’s 2017 Global Report, SSCs are prioritizing talent and updated skills (customer service, automation, data analytics) to support their future business plans. The Modern SSC requires a different competency, a reassessment of current roles and responsibilities, a desire to embrace a world where man and machine must coexist, and revamped career paths and performance management structures. During this panel, attendees will:
·         Highlight the shifting skill sets (i.e., analytical, data acquisition and monetization, and more) and competencies needed to thrive in a modern day SSO
·         Accelerate talent by redesigning career paths, training and performance management
·         Hear how man and machine can most effectively coexist
·         Prepare for resistance to change

Christina Critzer

SVP, Intelligent Automation
SunTrust Bank


Kris Ahrend

President, U.S. Shared Services
Warner Music Group


Susan Dempsey

Senior Director, Shared Services Center Lead
Kellogg Company


Justin Bowers

VP, Financial Services
McKesson Financial Center


Rohit Nath

Vice President, Global Finance Shared Services

Master Class

10:00 am - 10:45 am Where to Locate Your America Shared Service Center, A Comparative Analysis of 10 Cities
Latin America strongly positions itself as an ideal location for international companies to set up strategic business activities according to specific market requirements.  Today, there are several top Latin American locations which compete among themselves to attract foreign investment and transform themselves into competitive business hubs for international companies.  In this session, we will analyze, compare and discuss different variables such as access to talent pool, language skills, labor arbitrage and operational costs among 10 different top cities in Latin America.  During this session you will:
·         Discover new competitive locations in Latin America to set up your shared service center
·         Highlight specific business environments which enhance business performance
·         Discuss flexible, scalable and efficient turn key business solutions in Latin America

Sponsored by: Zonamerica


10:00 am - 10:45 am Performance Management & Metrics in Global Process Ownership
Now that you have your GPOs in place, how do you ensure long-term stability and growth? What are the metrics needed to effectively monitor and measure their results? The right performance metrics can show where process change is needed, highlight data quality issues and ensure stability of infrastructure and systems. This session will provide a performance management and metrics framework, including a scorecard, to ensure success with global process initiatives. 

10:45 am - 11:15 am Business Meeting

11:15 am - 11:45 am Business Meeting

11:45 am - 12:00 pm Networking Break

12:00 pm - 12:40 pm Roundtable Discussions: End-to-End Transformation

End-to-End Transformation
Improving the customer experience by transforming the intake, knowledge processing, and call center processes wherever possible
Nina Brown, VP, Sales and Marketing, Datamark  

Sponsored by: DATAMARK

12:40 pm - 1:10 pm Group Discussion: Stepping Out of the "Scope" Comfort Zone: Who's Really Pushing the Envelope And How?

Kimberly Simon, GBS Americas Transformation Director,BP Rohit Nath, Vice President, Global Finance Shared Services,Cargill Viral Chhaya, Director - Global Business Services,General Motors
Traditional SSOs have historically focused on enterprise functions like AP/AR, Procurement / Supply chain, Accounting and basic HR processes. But things are changing and mature SSOs are starting to add functions that were way outside of the “comfort zone”.  This interactive discussion will highlight opportunities for adding complex, sensitive and even high-risk functions to shared services and provide examples on how the function can be more effective and efficient as a result.
·         Hear what’s spurring the next wave of growth for shared services
·         Discuss the expansion of scope and services into less traditional areas of the company such as tax, FP&A, e-learning, office services and supply chain finance
·         Hear how the expansion of scope and services has created significant value to the company  

Kimberly Simon

GBS Americas Transformation Director


Rohit Nath

Vice President, Global Finance Shared Services


Viral Chhaya

Director - Global Business Services
General Motors

1:10 pm - 2:10 pm Lunch

Adding Value/Expanding Scope

2:10 pm - 2:50 pm The Basics: Everything You Need to Know to Successfully Build & Kick-Off Shared Services From Scratch
Julie Harbert, VP Shared Services & Business Transformation ,Entergy
During this interactive session, attendees will learn the essential elements to designing, building and implementing shared services and without an immediate focus on automated business generated insights.

  • Discuss critical activities for the design, implementation, and stabilization of shared services and highlight the potential pitfalls
  • Review practical change management techniques to win the business
  • Discuss the strategic drivers that will attract corporate budget/funding

Julie Harbert

VP Shared Services & Business Transformation

Intelligent Automation

2:10 pm - 2:50 pm Artificial Intelligence Strategy: Delivering Deep Learning
Chris Benson, Chief Scientist, Artificial Intelligence & Machine Learning,Honeywell
Deep learning is amazing artificial intelligence that works today - the driving force behind the current AI / ML revolution.  Deep learning will impact nearly every industry on the planet, and there will be countless opportunities to take advantage of this technology.  Even so, reaping the benefits of deep learning is hard to achieve.  Success requires a well-considered AI strategy.  In this talk, we will address strategy for delivering deep learning into business operations, and explore how deep learning is integrated into a modern enterprise architecture.

Chris Benson

Chief Scientist, Artificial Intelligence & Machine Learning

Adding Value/Expanding Scope

2:50 pm - 3:30 pm Developing Governance & Controls to Balance Short Term Stability With Long Term Viability
The success or failure of shared services initiatives - whether the services are insourced, outsourced or some blend of the two - rests heavily on the governance model established at the onset and modified as the relationships mature. Unfortunately, many of the organizations that consider and then implement shared services fail to spend much attention or energy in this area. During this interactive panel attendees will participate in discussion around the following; 
  • Discuss the optimal governance structure for single & multi-function SSOs
  • Highlight the available tools for recording and measuring performance 
  • Learn what processes should be in place to make sure governance works
  • Receive examples of governance frameworks from leading SSOs
During this panel discussion, attendees will hear from others who have recently implemented an RPA program.
·         Obtain best practices for getting started with  your RPA program
·         Highlight the processes ripe for RPA
·         Discuss the drivers behind an RPA  implementation
·         Review the expected benefits and outcomes within the next 12-14 months
·         Seek proactive resolutions to early challenges
·         Learn what to do if/when things go wrong 

Alan Bronowicz

Head of Business Process Management, Financial & Risk
Thomson Reuters


Samir Bagri

Director, Global Finance Business Services


Chad Keenan

Director, Corning Shared Services
Corning Incorporated

3:30 pm - 4:00 pm Business Meeting

4:00 pm - 4:30 pm Business Meeting

4:30 pm - 4:45 pm Networking Break

Master Class

4:45 pm - 5:30 pm Transforming Payables from Liabilities to Strategic Assets - The Critical Value of Shared Services to the Financial Supply Chain
A P2P revolution is changing the view of shared services from processing cost centers to strategic value creators. As anyone who has taken business accounting 101 knows, payables are technically accounted for as liabilities on a company’s balance sheet. However, in the emerging digital economy shared services leaders are at the nexus of the transformation of payables from liabilities to strategic assets and sources of opportunity to capture savings, impact company financial statements and strengthen the financial supply chain. In this brief presentation, we’ll examine how shared services leaders can tap the strategic potential of payables and capture hard fought value and create a foundation for opportunity through P2P automation on business networks. 


4:45 pm - 5:30 pm From the Back to Front Office: How To Successfully Brand Your SSO
As shared services continues to take on more responsibility and move from a back office transactional machine to a front office value creator, how do we brand our organization? Nowadays, the demands are around business outcomes and business insights. Is shared services the appropriate term? What are others doing in this journey and how are they effectively communicating the change and value?   

5:30 pm - 6:00 pm Business Meeting

6:00 pm - 6:30 pm Business Meeting

6:30 pm - 7:00 pm Cocktail Reception